Here are my tips to use with customers and anyone:
Be willing to say sorry.
Be fast and attentive to the negative feedback.
Offer some kind of token of apology.
Involve more the one person.
Be thoughtful.
Be respectful.
Don’t make false promises.
Acknowledge the issues raised as quickly as possible.
Before you react, step into the customer’s shoes.
Be human. As you offer an apology be as human as possible. Let the customer feel that someone cares for their issues and is willing to address them. A cold and hollow apology will do your business no good.
If it is widespread, start a positive branding campaign.
Don’t argue, be sincere and transparent, give.
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